How to add an email address to a new request type

[Hiroshi Sakurai]

I recently created a few new request types under Service Request by myself.

I was trying to add our group email address to all the new request types under Channel and Selfservice ⇒ Email.

However all the new request types are not appeared in the drop-down list.

I can only see the default ones such as Emailed request, Report a system problem, Report broken hardware, Request admin access, etc.

Could someone please tell me how to fix this issue?

[Marc -Devoteam-]

Hi @Hiroshi Sakurai 

What kind of field information is on the new request types, as you can select request types with only summary and description as required fields.

So on a request type you want to link to an email address, you can't have required fields, except the ones mentioned above.

[Hiroshi Sakurai]

Hi Anthony,

Thank you for your response.

As I mentioned in the previous message, I created several request types highlighted in red below by myself.

However it seems like the new ones have not been appeared in the drop-down list below yet.

How can I update this?

[Anthony Morais]

Hi @Hiroshi Sakurai 

Each email channel can only be mapped to one request type.
If you need to handle multiple request types via email, you’ll need to create a separate Atlassian email address for each one.

Here’s how to do it:

Go to Space settings → Channels & self service → Email
Click Create Atlassian email (or Add external email, if you’re connecting your own)
In the Request type field, select the one that should be used for this specific email address
Save

Each connected email address will automatically convert incoming messages into requests of the type you selected.
You can have up to 10 connected email accounts per space, each one mapped to a different request type.

Hope it helps